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Dear casinoguru team,

I really hope for your help. Unfortunately, I've had a problem with gambling for some time now. I've been banned from playing at Oasis since August 11, 2025.

Unfortunately, I was still able to deposit money into the casino and lost about €1,100 in a short period of time.

I don't know what I can do because I depend on the money and I have nothing left.

I hope you can help me, I'm desperate.

Liebes casinoguru Team,

Ich hoffe sehr auf Ihre Hilfe da ich leider seit längerem ein Problem mit dem Glücksspiel habe, habe ich eine spielersperre bei oasis erwirkt welche seit dem 11.08.25 gültig ist.

Leider konnte ich bei dem casino trotzdem Geld einzahlen und habe ca. 1100 € in kurzer Zeit verloren.

Ich weiß nicht was ich tun kann da ich auf das Geld angewiesen ich habe nichts mehr.

Ich hoffe sie können mir helfen ich bin verzweifelt.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you informed Spinbara Casino directly of your problem and requested to be self-excluded? If so, kindly forward me the account closure request along with the casino's responses at veronika.f@casino.guru.

When exactly did you register at this casino?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you for your quick reply.

I've only been registered with the casino since July 15, 2025. I lost a lot of money right from the start until I had the strength and a clear head to self-exclude from Oasis on July 28, 2025.

I was then blocked on 11.08.25

I had not informed the casino about my gambling problem until then because I thought a ban would come automatically and when I wanted to verify my account, I was told that my account did not need to be verified.

Hallo,

Vielen Dank für sie schnelle Antwort.

Ich bin bei dem casino erst seit dem 15.07.25 registriert ich habe von anfang an sehr viel geld verloren bis ich die Kraft hatte und einen klaren kopf um die selbstsperre bei oasis zu erwirken 28.07.25.

Gesperrt wurde ich dann am 11.08.25

Das casino habe ich über mein spielproblem bis dahin nicht informiert da ich dachte eine sperre kommt automatisch und wenn ich mein konto verifizieren möchte wird mir angezeigt das mein konto nicht verifiziert werden muss

Please note that Spinbara Casino operates under a license issued by the authorities of Comoros. It does not hold a German gambling license and therefore has no access to the OASIS register of self-excluded individuals.

This means that unless you specifically requested self-exclusion from Spinbara Casino directly and informed them about your gambling addiction, the casino had no way of preventing you from making deposits or proactively closing your account.

Please let me know if I have misunderstood any detail of your situation.

Dear Veronika,

Unfortunately, I wasn't aware at first that Spinbara isn't a licensed German casino, and I understand that the casino isn't required to provide a refund.

On August 15, 2025, I wrote to the casino and informed them that I had lost a lot of money and was banned from playing at Oasis. I only asked for a refund, not for my account to be closed, but nothing happened, so I have now lost about €1,400.

Today, like all the other players, I received a cashback which I successfully wagered and won €800. I requested a payout to get at least some of the money I lost back.

Within an hour, my account was blocked and I was referred to the terms and conditions.

If they don't refund my deposit, that's one thing, but they can't at least deny me the €800 winnings; that's not fair.

Liebe veronika,

Leider war mir am Anfang nicht bewusst das es sich bei spinbara nicht um ein deutsches lizenziertes casino handelt und ich verstehe das, dass casino keine Erstattung leisten muss.

Am 15.08.25 habe ich das casino angeschrieben und darüber informiert das ich mein spielverhalten nicht im Griff habe und sehr viel Geld verloren habe und eine oasis spielersperre habe ich bat lediglich um eine Erstattung nicht um eine kontoschließung doch es passierte nichts sodass ich im weiterenverlauf nun ca. 1400 € verloren habe.

Heute bekamm ich wie alle anderen Spieler auch ein cashback welches ich erfolgreich umgesetzt habe und 800€ gewonnen habe ich beantragte eine Auszahlung um zumindest einen Teil meines verlorenen Geldes zurück zu bekommen.

Innerhalb einer Stunde wurde daraufhin mein konto gesperrt und auf die AGBs verwiesen.

Wenn man mir meine Einzahlung nicht erstattet ist das eine Sache aber zumindest den Gewinn von 800€ kann man mir doch nicht verweigern das ist nicht fair.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Layla92,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika